I would posit that if the tools don't make the resources readily available and obvious (like a pinned forum thread that you literally have to scroll past to make a new thread), then the tools aren't good.

The users found the Discord because they searched for their problem and the result was a recommendation to join the Discord.

If the answer had been indexable by search engines, the search engine would have found the answer and given it to the user. No need to even log in.

you search and go through the results. read a long one 3 screen lengths down the scroll and it was useless. go back to the search and it's back at the top again. scroll more and question if they are even in the same order.

go to the pins and even though you saw it there yesterday its gone. look again later and it turns out sometimes it just takes loger to load them.

go to read the rules but then find out that sometimes they cant be viewed on android and you have to go to desktop to do it. epecially when the server has a bunch of things to click in acknowledgment before the channels show up.